Clear Structural Failure, Zero Accountability”

Following my original review, Restonic responded with a standard explanation of their warranty process, again emphasising the requirement for a mattress to be in a “clean and sanitary condition” and advising customers to purchase a mattress protector. Magdalene Pelo and Matshomane Malebana you have zero customer care DNA,

What remains concerning is that a mattress protector was in fact purchased at the time of sale, which is reflected on the original invoice. This was not acknowledged or addressed in their response. Instead, the reply reiterates a blanket policy without engaging with the actual defect reported.

The core issue is structural failure — noticeable side bulging and sagging — not surface marks. A mattress can fail structurally regardless of cosmetic condition, and refusing to assess such a defect solely on appearance feels like a convenient way to avoid accountability rather than a genuine attempt to assist a customer.

While the response speaks about quality standards and after-sales support, the practical outcome is still a refusal to properly assess a clearly failing product. Unfortunately, this reinforces my original concern: that the warranty process prioritises exclusions over resolution.

Based on this experience, I remain disappointed in both the product durability and the after-sales handling, and my view remains unchanged.